Customer complaints - role plays
Making suggestions about a problem:
- I’m sorry, but... / I’m afraid ...
- I can give you a refund.
- I can offer you ... (a reduction / a discount / a refund / a free ... / a repair / ...)
- One solution is to . . . (verb)
- I’ll send you … immediately.
- I’ll talk to her about it.
- This won’t happen again, I promise.
- We could . . .
- I think we should . . .
- I recommend that . . .
- No problem, just a moment, please.
- Of course, sorry for the inconvenience.
- I’m terribly sorry, I’ll get your order right away.
- I apologise on behalf of the kitchen. I will talk to the chef and have this replaced immediately.
Ways of complaining:
- Do you call this ... food?
- It tastes disgusting.
- You call this a luxury resort?
- Look at this ..., it's rubbish / damaged / ...!
- How can you offer such a bad connection?
- This ... of yours is awful, I hate it.
- I hate the ... !
- The … is overpriced.
- This is far too expensive.
- I’ll claim damages.
- You’ll hear from my lawyer.
- I demand fresh towels at once.
Role play 1
Customer: “I can’t believe that loud mouth salesperson talked me into buying these dumb shoes. I wore these shoes one time and my feet hurt for days."
Employee: “Sir, I am truly sorry that you are upset and your feet hurt. Could you please tell me which shoes you are referring to?”
(continue the conversation)
Role play 2
Customer: Good morning!
Manager: Good morning. Can I help you?
Customer: Yes. I want to complain because my room is too noisy. The people in the next room have loud parties every night and I have not been able to sleep very well. Also, the hotel bed is very uncomfortable.
(continue the conversation)
Role play 3
STUDENT A:
You are the manager of The Paradise Hotel, a modern holiday resort surrounded by lots of sights and sandy beaches. Everything seems perfect… but you have to deal with some problems.
STUDENT B:
You are a guest at the expensive The Paradise Hotel. The food is awful. It is often cold and salty, and there are no vegetarian dishes. There is also little choice: It seems to be the same any other day.
Role play 4
STUDENT A:
You are the manager of The Lakeside Hotel, a small holiday resort surrounded by woods and lakes, a very peaceful place. Everything seems perfect… but you have to deal with some problems.
STUDENT B:
You are a guest at the expensive The Lakeside Hotel. The internet connection at the hotel is overpriced and not always working reliably. Furthermore, there are only 3 different TV channels, which is unacceptable.
Role plays
Costumer: Excuse me, the room is too cold. Could you lower the air conditioner, please?
Manager:
Costumer: Sorry, this is not what I ordered. I ordered the chicken and this is beef.
Waiter:
Costumer: Pardon me, this drink is not cold. Could I have some ice?
Waiter:
Costumer: Excuse me…Could I have another spoon? This one is not clean.
Waiter:
Costumer: Excuse me… My salad is too salty and her soup is cold
Waiter: